AS Thurrock's new school year enters its second month parents of special needs children say their education is being impacted due to "inadequate provision of school transport"

Parents and carers of children at Treetops Learning Community Trust schools in Grays have made a formal complaint to Thurrock Council saying the unreliable school transport service is "significantly impacting their children's ability to attend school."

In the complaint to the council, parents with children at Treetops School and Treetops Free School in Buxton Road, which cater for Special Educational Needs (SEN) students, said: "We are parents and carers of children attending these schools who require transport due to their specific needs and who have encountered numerous difficulties.

"We believe Thurrock Council is currently failing to meet their legal obligations to provide transport arrangements which are suitable and facilitate the children's attendance at school, to promote good school attendance and to ensure all pupils have access to full time education."

Parents said problems include scheduling issues which are "unrealistic and understaffed". They report delays in picking up and dropping children off with transportation late or not arriving at all.

They added: "The transport provided does not consistently meet the specific needs of the children, leading to considerable distress, discomfort and school refusal."

Parents report a lack of specialised equipment for safe travel with many vehicles at full capacity and overcrowded. Journey times are also often longer than they should be, exceeding the target of 45 minutes for primary school children and 75 minutes for secondary aged children.

At least one parent's direct personal complaint about problems caused has been recognised and upheld by the council's complaints officer.

The parent complained, saying a child had been left distressed by the poor implementation of the new system – and the adults too felt aggrieved about the poor consultation and failures in implementation.

The council's formal response, issued today, (Wednesday, 2 October) was: "It is clear that service failures have occurred on this occasion and your complaint is therefore upheld.

"I am sorry that on this occasion you have not received the level of service that you should reasonably and fairly expect. Please accept my assurances that in addition to the above actions, we will also further review the concerns that you have raised, to identify lessons that we can learn to ensure that this does not happen again.

"It is always disappointing to learn when the services that we provide fail to meet the expectations of any individual.

"Thurrock Council were required to carry out re-procurement of the home to school transport service that was in place. The team have carried out this process for the start of the new academic year in September 2024 which was an extensive piece of work.

"Emails were sent to parents at the beginning of August to advise them of the process which we planned to have had completed before the start of the new academic year.

"We appreciate that the beginning of the term has highlighted some issues with regards to timings of pick-ups/drop offs for children which we are working through with the operators at the moment. We apologise for the stress this is causing both yourself and your child and would like to reassure you that we are reviewing the current route which includes your child and we hope to be able to come back to you with some positive news over the coming week."

Portfolio holder for children's services Cllr Vikki Hartstean, acknowledged "teething issues" with the service.

She said: "There have been some initial teething issues with the home to school transport to Treetops schools, as there is for all local authorities at the beginning of a new academic year.

"Many of these initial issues have now been resolved and we are continuing to work with parents and the transport operator to resolve any that are ongoing. Our officers, the transport operator and the headteachers of both Treetops School and Treetops Free School met with parents at the school last week to hear any concerns they had."

Ms Hartstean added: "Some routes and vehicles have been adjusted, we will work with parents to ensure that all appropriate care is provided during journeys to and from school.

"We have asked parents to continue to provide feedback on the service so we can work with them and the transport supplier to address any issues they might have."

Even before implementation of the new system, parents were raising fears.

The council announced earlier this year that it would be seeking to change the system of contracting home to school transport.

For many years the council has had individual contracts with local service providers including small bus companies and taxi firms. Over those years many children and families have forged close links with those service providers, with trust and understanding built up over many terms of ferrying children too and from schools.

Many families have spoken in effusive terms over the way drivers have played a big part in helping a child with difficulties settle into a school environment.

However, it was decided to terminate all contracts and seek a new supplier, with Thurrock Council joining Essex County Council in creating a 'Dynamic Purchasing System'. The plan was agreed at a Conservative-run cabinet meeting in December last year. https://democracy.thurrock.gov.uk/ieListDocuments.aspx?Cid=129&Mid=6372. Though the idea was approved, a number of concerns were raised cabinet members, particularly then finance portfolio holder Cllr Graham Snell, who queried what the main benefit of the change would be.

The new scheme was inherited by the Labour administration, which allowed the changes to be implemented when it took over in May, though it seems Cllr Snell's concerns were shared by some residents.

One parent contacted Thurrock Nub News in August, expressing concerns but they were dismissed by the new administration. And local operators who had lost contracts, also spoke of their misgivings.

The parent who contacted Nub News said: "Parents whose children attend a local SEN School have been sent an email stating that their child's school transport has been changed.

"In previous years children's transport has been specific to each child's needs with escorts and drivers specifically suited to each child, so they feel safe and secure. This is vital for the child's condition.

"The majority of the children who need school transport are autistic. People on the autism spectrum can have additional difficulties with their behaviour, which can be very challenging.

"As a result of this it is essential that the person be surrounded by people who understand the nature of their difficulties.

"Being placed in a change of transport which is unfamiliar with their behaviour and condition could potentially lead to a child having a meltdown where the child loses all control of their emotions shouting, screaming, crying causing emotional distress to themself and other children and staff on the transport which could then lead to the child being removed from the transport permanently and being excluded and ostracised.

"Children on the autism spectrum are particularly vulnerable because autism is a disability still largely misunderstood by majority of people. It is an invisible disability in that there are no physical signs that the person has a disability; they often just look like an extremely naughty child.

"Communication, Social Interaction and Social Imagination are of the utmost importance and any changes to their routine like transport changes can seriously affect these areas which will ultimately affect the child's learning when they arrive at school.

"Thurrock Council have given no thought or interest to the families with disabilities and have no regards to the children's needs regarding these new transport changes and it appears that the councils recent financial scandal has once again affected the vulnerable in our society and this needs to change."

On Thursday, 29 August – just days before the new school term, the council responded and gave assurances that things were in hand.

Council deputy leader, Cllr Lynn Worrall, said: "We understand that change can be troubling for some parents and pupils. We have done all we can to help make the new arrangements for home to school transport as straightforward as possible, making sure that pupils continue to be transported safely to and from school. There is no reduction in the service being provided through the new contract.

"The previous contract had come to an end, and when that happens we are legally required to enter into a new contract, which has been agreed for the next four years, the same time period as the previous contract.

"Our School Transport team has kept parents informed at every stage of the new procurement process. An opportunity has been arranged for parents to meet the new transport supplier at the start of the new school term.

"This is in recognition of some parents'concerns so they can let the provider know about their child's likes and dislikes and pass on any other information they think will help ease any change in transport for their children.

 "We take providing safe and secure home to school transport extremely seriously and do all we can to reassure parents. Year on year spending on home to school transport has increased; the council has budgeted £6.2m for home to school transport for the 2024/25 academic year, over £2.5m more than was spent in 2022/23."

Yet, despite the reassurance, very many of those fears came to fruition on the first day of return to school and on subsequent days. It is generally recognised there was a great deal of chaos both for drivers and children - particularly at Treetops.

One particularly unconsidered concern highlighted by parents, was that a significant part of the contract is being delivered a mini-bus company called 'Bus 62'. The number is shown in significant size of the vehicles. Children were told to look out for a particular number for their individual service, which was in a small numeral on the windscreen, however many were confused and disorientated by the large 62 and it caused conservable distress.

Other problems continue to be raised by parents.

The conduct of some Bus 62 drivers and staff was also been criticised and questioned, with at least one councillor asking that they be suspended from the service.

In a bid to alleviate concern, on Friday, 13 September its director Ashley Law wrote to all borough councillors.

He said: "We understand and share your concern regarding the well-being of Thurrock's children, and we appreciate your advocacy on their behalf.

"Please rest assured that the head of Thurrock Council's Children transport team, the CEO of Treetops, the two headteachers, and ourselves are already aware of the issues raised by a small group of parents. We are actively working through the appropriate channels to address their concerns.

"You may be unaware, but this contract was awarded later than anticipated, leaving us with minimal time to implement the necessary logistical arrangements for transporting over 200 children.

"Despite these challenges, we have been working diligently alongside the council and schools to resolve the issues, many of which have now been addressed. The council's Children's transport team, Treetops' CEO, both headteachers, and many parents have expressed their satisfaction with the progress made so far.

"Regarding comment suggesting that we should be removed from the system, we believe it is important that any such remarks are made with full access to the facts. While we acknowledge the frustrations felt by some parents due to the initial teething problems, it is vital to recognise the unique circumstances surrounding the award and implementation of this contract.

"Our commitment to providing safe, reliable, and efficient transport remains unwavering, and we continue to work closely with all parties to ensure the best outcome for the children involved.

"We look forward to continuing our partnership with the council and the schools to address any remaining concerns."

The issue of Home to School Transport and money-saving plans around it has caused controversy at the council over recent years.

In March this year Thurrock Nub News reported on the council's decision to charge parents, including those with special needs children, up to £80 a month as their contribution to the council's costs.

And concerns about the council's cost-cutting plans provoked considerable local concern and criticism.

Among those most upset was a Grays mother who was told her special needs child would not get an allowance she was previously entitled to, despite have to walk from home to Treetops through busy streets and pavements as she lived 126 yards inside the guide distance of three miles when measured by the council's use of a specialist routes system. The decision was later revoked and the council agreed to pay an allowance.